Summary

Overview

Work History

Education

Skills

Accomplishments

Training

Timeline

Shanthi kumar

Team Manager

Hyderabad

Summary

Results-oriented Last Mile & Operations Manager with over 14 years of experience at Amazon, with a focus on optimizing delivery logistics, leading cross-functional teams, and driving operational excellence. Proven expertise in leveraging data analytics to reduce inefficiencies, implement process improvements, and achieve high customer satisfaction. Recognized for strategic problem-solving, strong leadership, and a consistent track record of surpassing operational goals and compliance targets

Overview

5

5

years of professional experience

Work History

Team Manager

Amazon

11.2019 - 04.2025

Led workforce of 20–30 associates, developing and coaching team members into future leaders, and setting a benchmark for productivity and workplace culture.
Spearheaded performance management, capacity planning, and real-time delivery logistics, ensuring error-free and timely customer fulfillment.
Successfully reduced invalid agent disconnects from 25% to 2%, leveraging data analytics for targeted interventions and improved delivery timelines.
Drove process enhancements such as the “No Follow-up Miss Program,” eliminating customer communication gaps and heightening service standards.
Collaborated with transportation and technical teams to resolve major operational issues and implement solutions without business disruption.
Maintained strict compliance with safety and operational protocols, underpinning a culture of accountability.

Education

Bachelor of Engineering - ECE

Deccan College of Engineering & Technology (OU)

05.2008

Skills

Leadership & Staff Development
Data Analytics (Tableau, QuickSight)
Kaizen & Lean Process Improvement
Performance Metrics Management

Stakeholder & Vendor Engagement
Safety & Compliance Oversight
Customer Experience Enhancement

Accomplishments

Led multiple Kaizen events to drive process improvements in last mile operations, collaborating with cross-functional teams including transportation and technical support to resolve critical issues.
Collaborated with software development and quality assurance teams as part of the CSC Gamma test group to identify, report, and help resolve high-impact system bugs prior to production deployment.
Recognized with multiple awards including the Diamond Award 2024 for exceptional operational performance and leadership.
Analyzed agent disconnect data and implemented targeted coaching strategies, reducing invalid disconnect rates from 25% to 2%, enhancing dispatch accuracy and customer satisfaction.
Developed and executed the “No Follow-up Miss Program,” ensuring timely customer follow-ups through workflow monitoring, escalations, and collaboration with technical teams for sustainable solutions.
Conducted thorough audits and root cause analysis on declining operational metrics; implemented corrective actions leading to a 5% week-over-week reduction in agent-related issues and exceeding performance targets.
Received commendation from Capacity Planning for real-time resource tracking and effective headcount management during peak periods, including Prime Day 2023.
Created a standardized onboarding manual ("One Stop Solution") for new managers to reduce ramp-up time and improve training effectiveness.
Managed and coached a team of 20-30 associates, driving continuous improvement in operational efficiency, compliance, and team performance.

Training

Trainings
Strengthening Our Culture of Inclusion, Team Effectiveness and Leading an Effective Team Meeting
Coach an Underperforming CSA and Hold Career Development Conversations
Use Your Scores to Become a Better Manager and Set Goals to Improve Team Performance
Decision Making, Prioritization, and Leading Inclusively, Lean Six Sigma Fundamentals
Design Thinking, Problem Solving, RCA and Email Etiquettes

Timeline

Team Manager

Amazon

11.2019 - 04.2025

Bachelor of Engineering - ECE

Deccan College of Engineering & Technology (OU)